Customer Information & Escalations Coordinator
If you're a proactive go-getter who thrives on solving problems and delivering great customer outcomes, join our Petone-based Resolutions Team. Varied role, real impact,
If you’re passionate about achieving results and being a “go-getter “for the customer – this could be the job for you!
Help us to protect resources and achieve resolution for customers
A rewarding role offering variety, challenge, and pathways for growth
Petone based with hybrid working
This is a full-time position of 40 hours per week based in Petone.
The remuneration midpoint for this role is $71,201 p.a. (this includes KiwiSaver). Remuneration is dependent on skills and experience.
The opportunity
You’ll play a key role in our resolutions team, ensuring a fair outcome is provided to our customers while minimising the impact to the organisation and our client councils. Working across both the incident coordination and resolution administration functions, you’ll be involved in a variety of impactful work as you respond, triage, allocate and manage customer complaints through to resolution. The role also supports our incident and escalation function, leading the communication to key stakeholders around outages, incidents and planned works.
About you
To be successful in this role, you will bring:
Outstanding customer service and communication skills to effectively respond to customers in a range of situations with empathy
Experience in an administration or operational coordination role, with disputes resolution or incident management experience strongly preferred
Computer literacy - particularly with the Microsoft Office Suite, and ideally having worked with incident management systems/processes
Highly developed listening, verbal, and written communication skills.
Excellent time management, accuracy and attention to detail to work to deliver in a SLA driven environment
The ability to work on-call after-hours, 1 week per month, as part of our rostered team coverage
You’ll have the opportunity to grow your skills in a high-energy, fun and supportive team that is just as passionate about supporting each other as we are our customers. We also work to business hours rostered between 7am-5pm weekdays – so there is the bonus of no weekend or evening work outside of the on-call roster.
Benefits
At Wellington Water, our purpose extends beyond delivering great water services for the region; we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.
Our benefits include:
Flexible working arrangements including up to 2 days working from home
Comprehensive wellbeing programme, including one paid wellbeing day annually
Formal and informal professional development opportunities
5 weeks of annual leave accrual will be available following 2 years of continual service
For a full list of our employee benefits, click here.
About us
Wellington Water Ltd is the professional water services provider across Greater Wellington and South Wairarapa. Our job is to provide safe and healthy drinking water, collect and treat wastewater, and ensure the stormwater network is well managed. We’re a multi-council owned entity, tasked to manage the infrastructure and deliver water services to our communities. From 1 July 2026, a new chapter in water services begins. Tiaki Wai will take over responsibility for providing Three Waters Services to approximately 433,000 residents across the Wellington metro regions.
Tiaki Wai will own the water assets it operates giving it greater independence to manage and improve water services for current and future communities, Wellington Water employees will transition into this new council-owned entity.
The value of water (a precious taonga) sits at our organisational heart. Our people are passionate about providing water services for our communities and environment which is reflective in our values; Tangata Tiaki, Whānau and Mana.
Applications close: 27th April 2026
How to apply
To view a copy of the position description: click here
To apply for the role, click on the ”apply” button or visit the Wellington Water Careers site. Please note that if you are a Wellington Water employee, please apply using your work email.
For further information, email: JoinUs@wellingtonwater.co.nz
Applicants for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Wellington Water. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.
- Department
- Network Operations
- Role
- Customer Experience Team
- Locations
- Petone Office
Petone Office
Staff benefits
1. Inclusive Culture: It is important to us that people love our culture. We embrace a workplace where diversity is celebrated, and inclusivity is at our core. Our team is united by passion, dedication, and a shared care for water and our community.
2. Safety and Support: We provide an Employee Assistance Scheme for crucial personal support, along with wellbeing and lifestyle education delivered through our Wellbe Team, ensuring you feel supported in and out of the workplace.
3. Health is Wealth: We prioritise your health with an annual voluntary health "warrant of fitness," immunisations, and flu vaccinations. Moreover, enjoy annual subsidised vision testing and contributions toward glasses to ensure clear vision.
4. Work-Life Balance: Where possible there is access to flexible work practices. And take advantage of our annual leave, reaching five weeks after three years of service, and 10 days sick leave from starting with us. In addition, take one paid day a year for your personal Wellbeing. We also offer parental leave and partner entitlements to support you during significant life moments.
5. Comprehensive Benefits: We have partnered with providers for discounted Southern Cross medical insurance, periodic vision and hearing tests, and eyewear subsidies. You can also access discounts at a range of retailers via Boost. Gain access to top-notch gear, machinery, PPE, and tools, fostering a safe work environment if you are “on the tools”. We also offer a staff referral bonus paid when a person is recruited for a senior front line position, and we may offer relocation support if you need to move into the district to work here.
6. Professional Growth: Grow your skills with a range of development opportunities. Boosting your personal and work career.
7. Community Connection: You can take one paid day a year to participate in voluntary work on a water-related activity. And maybe join our active Waiata group and be part of a community that works together, sings, and thrives together.
About Wellington Water
Wellington Water is owned by the Hutt, Porirua, Upper Hutt and Wellington city, South Wairarapa District, and the Greater Wellington Regional councils
The work Wellington Water does is vital and rewarding. We’re tangata tiaki for Wellington’s water, and caretakers of our water infrastructure. Every day, we work to ensure that our communities have access to safe, sufficient, reliable and efficient water services. WWL is growing, and opportunities are growing along with it. It’s a transformative time in the industry.